Service Advisor

Responsibilities

Customer Service & Relationship Management

• Serve as the primary point of contact for customers.
• Greet customers professionally and gather vehicle concerns.
• Clearly explain recommended repairs, maintenance, and service options.
• Provide timely updates throughout the repair process.
• Resolve customer concerns and escalate issues when necessary.
• Build long-term customer relationships and retention.

Repair Order & Workflow Management

• Create accurate repair orders and service documentation.
• Schedule appointments and manage vehicle flow.
• Coordinate with technicians regarding diagnostics and repair recommendations.
• Ensure repair orders are updated and communicated effectively.
• Monitor vehicle status and promised completion times.
• Ensure completed work is accurately invoiced and delivered.

Sales & Revenue Generation

• Present maintenance recommendations and repair solutions.
• Obtain customer approvals for recommended services.
• Identify opportunities to increase Average Repair Order (ARO).
• Promote preventive maintenance programs.
• Support tire, alignment, brake, and maintenance sales initiatives.
• Meet individual and location-level sales objectives.

Communication & Team Coordination

• Communicate effectively with technicians and management.
• Ensure technicians receive complete and accurate repair information.
• Coordinate parts availability.
• Assist with workflow prioritization and scheduling.
• Participate in routine production meetings.

Customer Retention & Business Development

• Follow up with customers after service completion.
• Encourage online reviews and customer referrals.
• Promote fleet and repeat customer relationships.
• Support local marketing and customer retention initiatives.
• Maintain customer records and communication history.

Administrative & Documentation Responsibilities

• Maintain accurate repair order documentation.
• Process estimates, approvals, invoices, and customer communications.
• Ensure customer information is complete and accurate.
• Assist with daily sales reporting and cash reconciliation processes.
• Maintain professional communication through phone, email, and text platforms.
• Key Performance Indicators (KPIs)
• Labor Sales Goal Achievement
• Parts Sales Goal Achievement
• Maintenance Service Penetration ≥ 65%
• Customer Satisfaction Score ≥ 95%
• Customer Complaints Resolved Within 24 Hours
• Repeat Customer Growth
• Operational Performance
• Appointment Utilization Achievement
• Estimate Follow-Up Completion ≥ 90%

Daily Reporting Accuracy: 100%

• Resolve routine customer concerns.
• Escalate significant customer, pricing, or operational issues to the Store Manager.

Key Responsibilities

• Sales Performance
• Average Repair Order (ARO) Achievement
• Estimate Conversion Rate ≥ 75%
• Customer Performance
• Google Review Requests Completed ≥ 90%
• Customer Retention Rate ≥ 80%
• Repair Order Accuracy ≥ 98%

On-Time Vehicle Delivery ≥ 95%

• Open Repair Orders Aged More Than 3 Days ≤ 5%
• Workflow Communication Compliance ≥ 95%
• Administrative Performance
• Documentation Accuracy ≥ 98%
• Customer Updates Completed as Required
• Authority & Decision Scope

The Service Advisor has authority to

• Create and manage repair orders.
• Present estimates and service recommendations.
• Obtain customer approvals for authorized repairs.
• Coordinate workflow with technicians and parts personnel.
• Discounts, goodwill adjustments, and major customer disputes require management approval.
• Leadership Expectations

The Service Advisor must demonstrate

• Professionalism and customer focus.
• Strong communication and sales skills.
• Attention to detail and organizational discipline.
• Positive teamwork and collaboration.
• Accountability for customer satisfaction and sales performance.

Commitment to operational excellence and established company standards

• Additional incentives: Monthly incentives PLUS commissions percentage, on top of hourly rate.
• Health, Dental, & Vision benefits offered.
• PTO offered.